3 Job Level Guide Typical Experience for Typical Experience for Professional / Exempt Administrative / Non-Exempt Job Level Scope of Responsibility Knowledge & Skills Independent Judgment Level Jobs* Level Jobs 7 Director Manages and directs work efforts of others, and may have managerial-level direct reports. Directs broad functional area and usually has budget responsibilities. 6 Manager Manages / supervises work efforts of others. Assesses performance and has hiring/ firing authority. 5 Architect Level Expert level role. Works independently and is selfdirected. Is typically used only in highly technical or scientific fields. 4 Principal Level Principal level role. Works under very minimal to no supervision. Is typically used in highly technical, scientific or consulting fields. 3 Senior Level Advanced or Senior level role. Works under minimal supervision. 2 Intermediate Level Intermediate level role. Works under moderate supervision. 1 Associate Level Entry level role. Works under close supervision. In-depth comprehensive knowledge and understanding of department and functional area. Typically directs a large functional area or entire business unit. Must have strong leadership skills. Comprehensive knowledge and understanding of department and functional area. Must have strong leadership skills. Extremely high level of knowledge and skills. Considered the expert or guru in their respective field. This position is usually reserved for select individuals, and has significant barriers to entry. Most individuals will never reach this level. Extensive knowledge and skills. Considered an expert in their respective field. Typically acts as lead and provides technical leadership to the group. This position is usually held by a limited number of key individuals. Advanced knowledge and skills. Works on complex projects. May act as lead or mentor over less experienced individuals. Intermediate level knowledge and skills. Works on moderately complex projects and assignments. Basic to intermediate level knowledge and skills. Works on simple projects and assignments. Extensive latitude for independent judgment and decision making. Significant latitude for independent judgment and decision making. Extensive latitude for independent judgment and decision making. Significant latitude for independent judgment and decision making. Wide latitude for independent judgment and decision making. Moderate latitude for independent judgment and decision making. Little latitude for independent judgment and decision making years experience, including 2-5 years management experience. 6+ years experience, including leadership experience. 15+ years experience. 10+ years experience. 6-9 years experience. 3-6 years experience. 0-3 years experience. N/A N/A N/A N/A 4+ years experience. 2-4 years experience. 0-2 years experience. * Years of experience is a general guideline of the typical amount of experience it may take an average incumbent to reach that level. An incumbent's actual experience should not be used as a primary factor in determining the appropriate job level because skill acquisition rates can vary significantly amongst individuals.

6 Job Definitions (see page 3 for Job Level Definitions) Positions should be matched by fi rst identifying the Job Family which best describes the position s primary function, and then matching the appropriate Job Level within that family. Each Job Family typically represents a different technology discipline or occupational group. These job families are functional, not necessarily organizational, although many organizations align their reporting relations and departments along functional lines. EXAMPLE: 12 - IT Infrastructure (Category) Network Engineering (Job Family) Network Engineer, Senior (Job Level) Job Descriptions 10 - Executive Jobs Chief Information Officer (CIO) Responsible for the development, maintenance and management of all information systems infrastructure, both internal, as well as those developed to support product and/or customer transactions, such as ASP services/saas (software as a service). Typically manages the company data center, networks, hardware and software, servers and desktop PC systems, systems, intranets and internet access. Manages Information Systems (IS) staff, and is usually responsible for evaluation and procurement of systems hardware and software, in addition to developing systems, capacity plans and internal technical support and maintenance. Common job title: Chief Information Offi cer (CIO) Chief Technical Officer (CTO) Responsible for the overall technical leadership and strategic technical direction of the company. Provides technical leadership in setting the strategy with regard to technical and product architecture issues and choice of technical methods or technology standards. Working with related executives, develops strategy and plans to achieve the company s strategic technical goals and develops plans and standards to reach those objectives. May maintain responsibility for overall product development efforts. Typically reports to the President and/or CEO. Common job titles: Chief Technical Offi cer, Chief Technology Offi cer Multi-Function Head / Director Not Top Information Technology position. This is the "multi-function head" or director that has functional responsibility for two or more job families (functional departments). May oversee IT infrastructure. Typically, several (function heads) or managers will report to this position and this position will report to the top level IT job. Plans, directs, and controls operation of assigned functional departments to achieve goals with budgeted funds and available personnel. Determines overall objectives, establishes policies, and delegates assignments to subordinate managers. Evaluates actual project/program progress against plans and directs corrective actions. Integrates activities between assigned departments and with other major organizational segments. This position typically requires 12 or more years experience in multiple IT disciplines, including at least 5 years management experience. NOTE: This benchmark is typical only within large IT organizations Product Development / Engineering Executive Responsible for the design and development of the company s technology products. Directs the overall product development and enhancement efforts. May also have responsibility for project management and quality assurance in addition to engineering. Works with other key technical executives in the development and/ or selection of technologies and architecture approaches. Develops technical and product management goals and timetables. Common job titles: VP of Engineering, VP of Product Development, VP of Software Development, VP of Hardware Development, VP of Research & Development Product / Program Management Executive Manages and directs the product and/or program management functions for the Company s products. Works with cross-functional teams in product design and development, project and program management and others to ensure product goals are met. Coordinates product market planning, release schedules, product marketing efforts and end user product desires. May also be involved in business relationships and partnerships related to product management efforts. Typically reports to the CEO or COO. Common job titles: VP of Product Management, VP of Program Management Customer / Product Support Executive Responsible for the company s customer support services, technical product support functions and related functions (which may include fi eld engineering and/ or product installation functions). Establishes policies and programs to support and achieve the company s objectives in these areas. Common job titles: VP of Product Support, Technical Support or Customer Service Professional Services / Consulting Executive Responsible for all aspects of the corporation s technical consulting efforts, including achievement of revenue and profi t goals, staffi ng, training, management of consulting engagements and consulting staff. May act as lead consultant on key projects. Is responsible for directing consulting project bidding/proposals and may lead sales efforts on some large accounts. Tracks the effectiveness of consulting efforts, develops and implements consulting efforts and strategy. Is involved in sales-related efforts to secure consulting contracts/projects. Common job titles: Managing Director of Consulting, VP of Consulting, VP of Professional Services, Consulting Practice Director. Page 6

8 Data Security Responsible for data security, disaster recovery, fi rewall and web security, and change control management of the organization s IT systems. Develops and maintains disaster recovery preparedness plans and technical recovery tools; conducts recovery tests. Defi nes and enforces policies and procedures for data access, data protection, and data backup. May also coordinate the various aspects of processing and implementing change items to systems, ensuring changes comply with standards and procedures Hardware Management & Support Provides for the purchase, installation, and maintenance of IT hardware for the organization (servers, desktops, printers, etc.). Analyzes business requirements; evaluates and recommends hardware options and capabilities. Negotiates and documents hardware acquisition from vendors. Performs equipment order processing, inventory and confi guration management, and invoice control. Coordinates the maintenance, repair and replacement of hardware. Requires knowledge of environmental, mechanical and electrical systems in an IT environment Data / Voice Communications Designs, implements, and maintains the organization s data and/or voice communications systems. Analyzes business needs of the user and recommends solution to the hardware and/or software systems. Researches and recommends appropriate system solutions to meet user requirements. Prepares detailed specifi cations and fl owcharts for implementation of new internal programs or modifi cations to vendor software. Coordinates system installations with vendors and with systems software programmers. Provides regulatory monitoring and data network analyses to support short and long range planning IT Quality Assurance Provides quality assurance support to the development, maintenance or enhancement of systems through testing, problem reporting and analysis, and participation in system implementation. Analyzes system requirements and creates test data and test plans to ensure that new and revised systems meet the customers' needs Computer Operations Maintains and supports the computer operations function in a mainframe data processing environment. Operates and monitors mainframe computer operations and peripheral information system equipment to process business, scientifi c, engineering, or other data. Handles routine monitoring and maintenance and escalates problem resolution for technical issues outside of scope of responsibilities and/or expertise. Areas of responsibility may include computer operations, report distribution and batch scheduling. Coordinates with other IT departments on problems and recovery activities Network Operations Center Maintains and supports the activities of the Network Operations Center (NOC). Responsible for the daily performance and availability of the organization's network. Proactively monitors, troubleshoots, diagnoses, and escalates application, network, and service related issues per established procedures and service levels Help Desk Provides internal technical support to employees using computer systems. Analyzes, troubleshoots and resolves support issues related to desktop or laptop hardware or software, network services, remote access, software applications, etc. Sets up computer workstations, confi gures PCs and installs software. May inventory and purchase PC computer equipment and software Product Development / Quality Assurance Software Engineering / Product Dev. Management Manages and oversees the engineering and product development function, including the creation, development and design of the company s products. Scope may involve one or multiple areas of engineering disciplines, i.e. software, hardware, confi guration, UI, etc. May have responsibility for overseeing QA and or project or product management as well. Provides leadership to associated staff and manages departmental budget Software Engineering Designs and develops software applications for new products or product enhancements. Develops code to meet requirements and specifi cations of application. Performs testing, troubleshooting and debugging of application throughout the development process. Investigates emerging technologies, identifi es new product opportunities and establishes parameters for product direction and design Mobile Device Software Engineering Designs and develops software applications for mobile devices. Develops code to meet requirements and specifi cations of application. Performs testing, troubleshooting and debugging of application throughout the development process. Investigates emerging technologies, identifi es new product opportunities and establishes parameters for product direction and design Configuration / Release Engineering Manages the build and installation process for software products, including the development of internal programs for automating the confi guration management process, compilation of installation program, documentation and testing of installation procedures. Writes scripts and more advanced programs for automating build and installation processes/procedures. Tracks releases, change requests, test procedures and results. Works with QA/ software testing and development functions to ensure quality product releases QA Management (Product Development) Manages the activities of the QA (or software testing) function. Oversees all aspect of QA (testing) including the evaluation and selection of software testing products. Develops testing methodologies and ensures quality standards are met. Provides technical leadership in the development of test plans and projects. Manages associated staff and budget. Page 8

9 Software Developers in Test (SDET) Performs software testing on products developed by the software engineering team, and utilizes software engineering skills to resolve issues. Debugs software products by applying systematic tests to ensure products meet requirements and quality standards. Develops code to rework and repair issues discovered during the testing process. Incumbents in this job possess both software engineering and software quality assurance skill sets Software QA Engineering Performs software testing on products developed by the software engineering team. Debugs software products by applying systematic tests to ensure products meet requirements and quality standards. Develops and executes test plans and procedures. Communicates product issues to engineering team and may work collaboratively to resolve issues Database Development / Administration Database Development Designs and develops databases and database applications. Creates the conceptual design of the database and builds it to meet system requirements and specifi cations. Evaluates and establishes the capacity planning, database security and maintenance protocols. May build or assist with the building of interfaces and business applications to integrate databases with other applications. May be involved in capacity planning, performance tuning, backup, recovery, security administration and troubleshooting. May investigate emerging technologies and identify and recommend new product or technology opportunities Database Administration Maintains and supports the company s database systems and data warehouses. Handles day-to-day maintenance and administration tasks such as installations, upgrades, confi gurations, backup, recovery and troubleshooting. May also be involved in capacity planning, performance tuning and light development work Web / Internet Development Website / Creative Development Management Responsible for the overall design and content of company website(s). Working with other business units and cross-functional teams, establishes and communicates content requirements and manages overall site content needs. Maintains relationships with content partners and other outside vendors. Evaluates content and makes decisions regarding various content alternatives. Manages and provides leadership to departmental staff Web Development Designs and develops websites and web-based applications for the creation and enhancement of the company s (or client s) websites and e-commerce presence. Develops the back-end code of the websites and may manage back-end technical and operational aspects of a company s web presence. May also develop front-end code and functionality for the website by building compelling user experience interfaces. Working with cross-functional teams, assists in the development of site specifi cations and requirements. Develops interfaces with back-end databases, e-commerce engines, systems, and other related applications and systems. Ensures adequate security of the company site and underlying systems. May manage Web servers and related hardware and software, Internet security and communications Web Design Designs and creates company websites. Generally focused on the visual look and feel, operation and functionality of the website. Creates the graphics, animation and functionality of the site. Designs the page layout, graphics, icons, color schemes, etc. May perform front-end development and maintenance programming for web pages and web applications Web Producer / Content Management Responsible for creating and managing the content of the company s websites. Involved in the planning and development of website plans and specifi cations. Works with content writers, editors and other departments such as marketing, strategic alliances, product management, etc. to integrate a variety of content and achieve an intriguing website and positive user experience Project / Product / Program Management Project Management Provides project leadership and direction to technical teams in the development of technical systems and products. Working with cross-functional teams, develops product/system specifi cations and requirements for various systems and application development projects. Ensures projects are completed on schedule and within budget. Develops, defi nes and executes project plans, schedules, budgets and deliverables. Identifi es needed resources for projects, defi nes and assigns project roles, monitors the product/program/project from initiation through delivery, and interfaces with external and/or internal customers. Requires a strong technical knowledge base and/or previous technical development experience Project Coordination Works in conjunction with the Project Managers to coordinate and track progress throughout the project lifecycle and to ensure project goals and objectives are accomplished within the prescribed timeframe and budgetary parameters. Tracks and documents project deliverables, and prepares status reports for management, clients or project personnel. Communicates with the various individuals or departments to ensure deliverables are met and that the project is on schedule. Page 9

10 NOTE for the following 2 Job Families: and Product Managers and Program Managers often have overlapping functions. The primary differentiation is the level of specialization and emphasis. Product Managers tend to be more marketing and marketplace focused, while program managers tend to be more technical and development focused, toward product specifi cation and delivery to meet market and end-user demands Product Management Responsible for the development of the company s product strategy, vision, product planning and execution throughout the product s life cycle, including its launch into the marketplace. Develops business and product plans and develops product positioning in the marketplace. Oversees and monitors competitive activity and identifi es customer needs. Collaborates with the marketing/sales functions and external customers to defi ne product requirements, capabilities, functionalities and desires. Works with product development, sales and other functional areas to develop new products or enhance existing products or product lines. In some organizations, may contribute to the technical specifi cation development process and ongoing technical product development. Responsible for product launches and related planning. Requires a strong knowledge of product marketing concepts and techniques, and expert knowledge of company and competitor products and related technologies Program Management Responsible for key aspects of product development, design specifi cations, product research and conceptualization. Works with cross-functional teams from marketing, development, project management and others in the technical development, design, prototyping and completion/release of technical products. Responsibilities include technical and/or product functionality defi nition, work plans and scheduling, issues resolution, client and end-user interaction, process improvement and development team leadership Digital Marketing** Digital Marketing Management** Oversees and manages the company s digital marketing programs in support of the organization s overall marketing strategy. Designs and develops online marketing strategies and implements plans through associated staff. Areas of oversight may include marketing, social networking & media, search engine marketing, affi liate marketing, online merchandising, etc. Develops and manages online content partnerships and vendor relationships Digital Marketing** Performs a variety of digital marketing duties in support of the overall marketing and digital marketing strategy. Areas of involvement may include marketing, social networking & media, online promotions, search engine marketing & optimization, etc. Performs duties such as developing marketing campaigns, administering online promotions, maintaining social networking accounts (i.e., Facebook, LinkedIn, Twitter, etc.) and executing digital advertising. May perform analysis on search engine optimization and website metrics Web Analytics Studies and analyzes website activity, traffi c and behavior patterns to optimize business results and user experience. Tracks and analyzes quantitative data to develop an understanding of customer behavior and predict future activities. Develops statistical reports, applies market intelligence to business issues and formulates solutions and recommendations Consulting / Implementation / Sales Engineering Professional Services / Consulting Provides expertise and guidance in the evaluation and determination of customized and confi gured hardware/ software products, software solutions, internet-based solutions or other systems solutions to fi t customer requirements. Analyzes, and delivers recommendations for products and solutions. Defi nes specifi cations and plans the delivery and implementation of products and solutions to work effi ciently with customer s infrastructure. May perform and deliver work remotely from own workplace, or travel to customer site. May be involved in sales-related efforts to secure consulting contracts/ projects. Incumbents are often times measured and compensated based on utilization or billable hours Implementation Engineering Provides oversight and support for the implementation of complex hardware, software or systems solution projects. Analyzes, defi nes and plans the delivery and implementation of the products. Works with the customer to implement, confi gure and test the product or system, and troubleshoot and resolve any related issues. Maintains involvement with project and customer from initiation through fi nal stages of implementation and until the customer is fully up and running. May also remain engaged with customer after implementation to assist with subsequent issues, such as upgrades, maintenance and usability issues. May perform work remotely or at customer site. May also be responsible for initial customer training and support issues. May assist with pre-sales activities and product demonstrations Sales Engineering Provides information and advice regarding technical products, services and/or medical devices and offers solutions advice during pre-sales discussions with customers. Prepares and performs product demonstrations, answers complex technical questions and provides workable solutions to help close sales opportunities. Works with engineering and other technical staff to develop customized prototypes and solutions, in accordance with the prospective customer s product and business requirements. May provide post-sales consulting and installation support. Page 10

11 26 - Customer Support / Account Mgmt Customer Support Management Manages and oversees the customer services and support function, including but not limited to the areas of product support engineering, product support and customer services. Ensures level of customer service meets company standards and customer expectations. Provides leadership to associated staff and manages departmental budgets Product Support Engineering Provides highly technical and/or complex problem support and resolution for technical products and programs. This role works at a more complex level than the Product Support Representative, and handles issues escalated from that group, as well as from other sources. May work with other engineers and developers to research and help resolve highly technical issues and problems. Note: This role is for professional level engineers engaged in more complex and/or system level technical support issues/ problems. This is typically an exempt level job Product Support Provides technical assistance and support to customers on company related products and services. Works with customers to troubleshoot and resolve problems and issues. Addresses various technical problems in product installation, set-up, confi guration, usability, etc. May utilize customer relationship management(crm) databases and/or an internal knowledgebase to collect and provide information. Note: This is a nonexempt level job Customer Service Provides non-technical assistance and support to customers on various customer related issues. Addresses issues such a service initiation, billing, general customer inquiries and simple support issues. May provide some light technical support not requiring advanced technical knowledge. May utilize customer relationship management (CRM) databases and/or an internal knowledgebase to collect and provide information. Note: This is a nonexempt level job. The Customer Service roles are similar to the Product Support roles, except they are less focused on technical issues and rather providing ongoing customer support Account Management Maintains the ongoing business relationship with key clients and customers in order to preserve a productive long-term relationship. Works to resolve any issues or concerns and ensure customer satisfaction. May be involved in contract renewals, add-on sales, upgrades or up-selling of existing accounts Business Operations Technology Recruiting Performs recruitment efforts to support the company s staffi ng plans by sourcing, screening and interviewing candidates. Works with hiring managers to identify requirements of the job and desired competencies. Identifi es and determines appropriate recruiting sources and advertising avenues. Interviews and screens candidates. Assists managers in negotiating employment offers and compensation packages. Maintains relationships with outside recruitment agencies. May manage electronic recruiting/staffi ng software application and/or electronic recruitment process. Note: This role has responsibility for technical recruiting, but may recruit for non-technical roles in the company as well IT Training Develops and conducts IT training programs for company management and staff. Conducts assigned workshops using adult learning techniques to facilitate development of management skills and communication of company policies and practices. Researches available training sources for appropriate content and method information. May track training effectiveness and problem areas and make policy/training recommendations Technical Writing Produces various forms of technical documentation for hardcopy, multi-media or web-based publications. Documents may include internal and external technical manuals, tutorials, end-user documentation and help fi les. Works with various technical staff to gather data for documentation. Translates technical information into user-friendly manuals and online documents for technical and non-technical users Business Systems Analysis Applies a thorough knowledge of the needs of a business unit and knowledge of systems technology to identify and design improvements for computer based systems. Conducts operational and organizational studies on business units. Analyzes structure and fl ow of work through unit and recommends changes to improve operations. Provides consultation to business unit management to determine solutions to business problems. Coordinates functional requirements of business unit and technical solutions with systems personnel to develop the most cost effective solution. Devises test plans, builds test data, and tests new or enhanced application functions. Develops and delivers training and operating procedures. Has extensive experience in the business functions supported and some IT skill and knowledge. May or may not be within the IT department Business Intelligence Responsible for leading the strategic design and maintenance of business intelligence applications. Ensures that the use of business intelligence applications enhances business decision making capabilities. Serves as the primary resource for data extracts, data management and queries from multiple databases. Analyzes and evaluates the competitive business landscape, provides competitive intelligence and makes recommendations. Gathers and studies structured data from technology applications and data warehouses, and provides strategic insight to assist with business decisions regarding products, customers and competitors. Provides recommendations to organizational leaders on competitive approaches. Page 11

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